• Competitive
  • Sydney, New South Wales, Australia
  • Permanent, Full time
  • Citi Australia
  • 2019-04-20

Manager, Digital Transformation

Manager, Digital Transformation

  • Primary Location: Australia,New South Wales,Sydney
  • Education: High School Diploma/GED
  • Job Function: Operations
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 19004008


Citibank's inbound customer service function, CitiPhone, operates across three sites: Sydney, Manila and Mumbai. The CitiPhone Manager - Digital Transformation position sits as part of the Partnership Management Team supporting all three locations. The primary focus of the role is to enable effective relationship management of our Partners through best practice digital programs and related activities which impact CitiPhone, including:

  • Management and improvement of First Contact Resolution rates across all brands.
  • Continuous Improvement of Key Metrics across FCR, Chat and Social Media.
  • Drive digital programs, including but not limited to ATD, e-Statements.
  • Represent Citiphone on all Digital programs.
  • Work with Vendor and Partnerships Manager to engage sites in digital activities and campaigns.
  • Work with Partner Relationship Manager to engage programs effecting brands.
  • Build effective relationships with Business Stakeholders, O&T Teams, Technology Teams (TI, Voice, Regional and in country Technology) and other CitiPhone Teams across all sites.

Key Skills
  • Effective prioritisation skills involving multiple key stakeholders.
  • Excellent oral & written communication skills.
  • Well developed analytical skills with the ability to articulate data simply.
  • Strong customer centric thinking and passion for service excellence.
  • Ability to influence stakeholders to ensure best business outcomes is achieved.
  • Solid business acumen.
  • Demonstrated attention to detail.


  • Thorough understanding of Australia CitiBank products.
  • Experience working in Operational functions within complex businesses.
  • Experience in customer orientated environment and supporting best practice digital programs.
  • Demonstrated success in proactively engaging key stakeholders to identify information required in the role.
  • Ability to work in a fast paced changing environment with multiple tasks.
  • Good record of effectively prioritising work to ensure delivery to deadlines.
  • Relevant tertiary qualifications in business management or related field

When you work at Citi, you will be working for an organisation that truly has a global footprint and a powerful network that spans the globe. We celebrate individual ingenuity and use the diversity of our people in order to drive high performance. Through dedicated support, training and resources, we promote our talent and future leaders to bring about lasting and positive impact. Citi Australia is an Employer of Choice for Women and supports a flexible work environment.

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